Senior Technical Customer Support Engineer

Position: Senior Technical Customer Support Engineer

Location: Hyderabad, Telangana, India

Work Hours: Fully aligned with U.S. Eastern Standard Time (EST) hours — must be available for customer calls, collaboration with U.S. teams.

Reporting To: Technical Support Lead / Manager

Role Summary: As a Senior Technical Customer Support Engineer, you will engage directly with customers (via calls, remote sessions, email/chat) responsible for diagnosing and resolving complex technical issues (Tier 2/3 level) while maintaining high-quality communication across global teams. This role requires working during U.S. EST hours, excellent verbal and written skills, and the ability to translate technical problems into business-friendly language.

Key Responsibilities

• Act as primary technical contact for escalated customer issues — through calls, remote sessions, email/chat.

• Troubleshoot, diagnose an...